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Customer Experience Specialist - Hagerstown, United States - Point Broadband
Description
>> Customer Experience Specialist Customer Experience Specialist Summary Title:Customer Experience SpecialistID:1278Location:Hagerstown, MDDepartment:Customer Care Description **Customer Experience Specialist** Our growing broadband service business is looking for a skilled problem solver to join our team as a Customer Experience Specialist. We need an enthusiastic individual who can address customer issues to a quantifiable successful outcome. Additionally, the right candidate will explain our service offerings to potential customers and successfully convert those callers into clients. The successful candidate for this role will have a strong command of the companys customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
The Customer Experience Specialist (CES) provides customer support for Point Broadband customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
Provide superior customer service to incoming customer inquires
Assist customers with billing features, service, and/or products
Sell products and services
Provide basic troubleshooting for service issues and/or outages
Process customer requests such as new installations, scheduling, adding features, disconnecting service, transferring of service, etc.
Adjust customer billing accounts as necessary
Ensure customer requests are completed on first call
Ability to work cooperatively with supervisors, co-workers, and customers
Ability to work in an agile environment
Ability to multi-task, prioritize and manage time effectively
Ability to follow policies and rules of the company
Regular predictable attendance required
Assist other Customer Service Representatives with questions
Flexible to work evenings and some Saturdays
Other duties performed as assigned
**COMPETENCIES**
Analytical - Synthesizes complex or diverse information; Collects and researches data
Design Demonstrates attention to detail
Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully
Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality
Oral Communication Listens and gets clarification; Responds well to questions
Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information
**QUALIFICATIONS AND EXPERIENCE**
High School Diploma or GED required
At least two years of work experience. Previous customer service and/or call center experience preferred
Strong communications and phone skills, interpersonal skills, basic computer skills, problem-solving skills
Microsoft Office Suite, Google Earth
Commitment to Point Broadband Value System, honesty, integrity, and a strong work ethic
**PHYSICAL REQUIREMENTS/CONDITIONS**
Required to regularly sit for long periods, stand/walk occasionally
Speak, hear normal conversation and telephone ring tones
Operate a computer and other office equipment
Reach with hands/arms frequently at or below chest height and occasionally overhead
Must have adequate close vision for reading and computer work
**LIMITATIONS AND DISCLAIMER**
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of responsibilities, duties and skill required for the position.
**Point Broadband is an equal opportunity employer. For further information, please visit** "EEO is the Law" Poster | U.S. Equal Employment Opportunity Commission )
